This policy explains how cancellation and refund requests are reviewed for commercial services provided through Altujar.
Requesting cancellation
You can request cancellation by contacting the Altujar team with the transaction reference and reason for cancellation. The team reviews the request status, work completed and amounts already paid before determining any refundable amount.
Before work begins
An unpaid request can be cancelled without a refund because no amount has been collected. When cancellation is accepted after payment but before work begins, the refundable amount is determined according to fees collected and the service terms disclosed at the time of the request.
After work begins
If work on the transaction has begun, completed work and actual costs are considered when calculating the refundable amount, and the details are explained to the client. Services already delivered are reviewed according to the work completed and the agreed service terms.
Government and third-party fees
Amounts paid to government authorities or external parties are subject to those parties’ policies and refund availability. A transaction being rejected by an authority does not automatically mean all fees are refundable.
Memberships and refund processing
Membership cancellation requests are reviewed according to the plan terms and benefits used. After a refund is approved, the client is informed of the amount, return method and expected timeframe according to the payment method. For duplicate or incorrect charges, please include the transaction details for investigation and reconciliation.
To request a refund
Contact our team with your transaction reference and request details.